Job Description:
We are looking for a Technical Support L2 (Incident Management) to join our IT support team. This role combines strong technical skills in networking and systems with excellent customer service capabilities. You will assist users by troubleshooting and resolving issues related to network equipment, servers, storage systems, and databases, ensuring a high level of customer satisfaction and efficient problem resolution.
Responsibilities:
- Provide first-level technical support to customers via phone, email, or chat in English and Spanish.
- Troubleshoot and resolve issues related to networking hardware, servers, storage, and databases.
- Guide users through step-by-step solutions and escalate issues when necessary.
- Learn and follow internal support processes and documentation practices.
- Communicate technical concepts clearly to non-technical users.
- Track, document, and update support cases in the ticketing system.
- Collaborate with internal IT teams to resolve complex incidents.
- Maintain a high level of professionalism and customer satisfaction in all interactions.
Requirements:
- English level 85% (verbal & written).
- Experience in Customer service.
- Process learning and problem-solving adaptability.
- Networking Technical, experienced with networking equipment
- Technical terms knowhow (Servers, Storage, Data Base etc.)
- 6 Months of experience in advanced technical troubleshooting
- Proven job stability (required)
Perks:
- Birthday off.
- Private medical plan.
- Referral bonuses.
- Top Performance recognition.
- Discounts with affiliated universities, financial companies and hotels.